Customer Service: Career Success Through Customer Loyalty by Timm, 5th edition, 2011
- The real issue when working with customer solutions is:
- not whether the customer is right.
- making sure the customer feels justified and helped.
- both a and b
- neither a nor b
- Deciding that the customer is always right is:
- less effective than deciding to always solve the problem.
- the best way to keep customers loyal.
- difficult to do, but important.
- All of the above.
- A good strategy with an angry customer is to:
- let them blow off steam until they calm down.
- remember that they are no longer rational.
- be supportive once they start listening.
- All of the above.
- Industrial intimacy:
- means allowing customers to select from menus of product characteristics.
- comes from better understanding of the specific needs and wants of customers.
- comes from focusing on what is important to the customer.
- All of the above.
- Clear business communication doesn’t mean:
- avoiding jargon.
- being abrupt.
- avoid using stock numbers or abbreviations.
- All of the above.
- Which of the following failings is NOT a hindrance to clear communication?
- failure to express appreciation
- failure to offer an alternative solution
- failure to provide a reasonable explanation
- failure to get to the point
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